IT Service Delivery Manager

Last Updated:
June 29, 2023

Job Description Overview

The role of an IT Service Delivery Manager is critical in the Information Technology industry. The IT Service Delivery Manager job description involves being responsible for ensuring that IT services are efficiently delivered to customers, both internally and externally. This position requires a combination of technical, management and leadership skills to ensure smooth operations.

The IT Service Delivery Manager is responsible for developing and maintaining relationships with customers, ensuring customer requirements are met and for coordinating service delivery with other teams within the organization. The role involves managing the service desk, incident management, problem management, change management and release management.

The IT Service Delivery Manager also monitors service level agreements (SLAs), identifies opportunities for improving service delivery, preparing budgets, and managing resources. This position requires excellent communication skills, as the IT Service Delivery Manager regularly interacts with both technical and non-technical stakeholders.

Overall, an IT Service Delivery Manager should be able to work collaboratively with other teams, have a strong understanding of IT and business operations, excellent communication skills and be an effective leader.

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Job Duties and Responsibilities

  • Manages the delivery of IT services and ensures they meet the needs of the organization.
  • Coordinates communication between IT and other departments to ensure seamless delivery of services.
  • Develops and implements service level agreements (SLAs) to ensure IT services are delivered efficiently and effectively.
  • Works with IT service providers to ensure service levels are met and problems are resolved quickly.
  • Takes responsibility for the quality of IT services provided, and manages the resolution of any issues that arise.
  • Develops and manages budgets for IT service delivery, and ensures resources are allocated effectively.
  • Monitors and reports on service delivery performance to identify areas for improvement.
  • Develops and implements policies and procedures to ensure consistent and streamlined IT service delivery.
  • Encourages the adoption of emerging technologies to continually improve IT service delivery.
  • Provides leadership, guidance, and supervision to IT service delivery staff.

Experience and Education Requirements

If you want to become an IT Service Delivery Manager, you'll need a good amount of education and experience in the Information Technology (IT) industry. In terms of education, having a bachelor's degree in a related field like computer science, IT, or business management can be helpful. However, some employers may also consider candidates with extensive experience in lieu of a degree. You'll also need several years of experience working in IT, preferably in roles related to service delivery, project management, or customer support. Strong communication skills, leadership abilities, and knowledge of industry best practices are also important. Overall, a combination of education and experience is key to landing a job as an IT Service Delivery Manager.

Salary Range

If you're interested in a career as an IT Service Delivery Manager, you may be wondering about salary range. In the United States, the expected salary range for this position is between $80,000 to $130,000 per year. However, the salary can vary depending on factors such as location, experience, and the size of the organization.

For example, in Canada, the average salary for an IT Service Delivery Manager is CAD 88,606 per year. In the United Kingdom, the average salary is £50,207 per year.

According to Glassdoor data, here are some of the highest paying cities for IT Service Delivery Managers in the United States:

● New York, NY - $131,000 per year

● San Francisco, CA - $123,000 per year

● Washington, DC - $118,000 per year

● Chicago, IL - $112,000 per year

● Houston, TX - $108,000 per year


  • Glassdoor:,28.htm
  • Indeed:
  • PayScale:

Career Outlook

The career outlook for an IT Service Delivery Manager in the Information Technology industry is positive and growing over the next 5 years. According to the Bureau of Labor Statistics, employment of computer and information systems managers is expected to grow by 10 percent from 2019 to 2029, which is faster than the average for all occupations. This increase in demand is due to the continued reliance on technology in the workplace and the need for professionals to manage and maintain these systems. Additionally, the expanding role of technology in other industries, such as healthcare and finance, will create new opportunities for IT Service Delivery Managers. As companies rely more heavily on technology, the need for professionals who can manage and improve their IT infrastructure will continue to grow.

Frequently Asked Questions (FAQ)

Q: What is the role of an IT Service Delivery Manager?

A: An IT Service Delivery Manager oversees the delivery of technology services to a company or organization's internal or external customers, ensures high-quality service is maintained, and identifies areas for improvement.

Q: What skills are required for an IT Service Delivery Manager?

A: IT Service Delivery Managers need strong interpersonal skills, leadership abilities, and expertise in IT service delivery management, as well as experience managing teams, understanding ITIL framework, and proficiency in project management software.

Q: What is the importance of an IT Service Delivery Manager in an organization?

A: An IT Service Delivery Manager plays a crucial role in ensuring that a company's IT services are delivered promptly and efficiently, mistakes are minimized, and customer service is top-notch. This role is essential to maintaining high levels of customer satisfaction and employee productivity.

Q: What are the risks associated with the job of an IT Service Delivery Manager?

A: The primary risks associated with being an IT Service Delivery Manager include exposure to confidential information, decision-making that impacts the company's IT environment, and managing risks related to managing and delivering IT services.

Q: How does an IT Service Delivery Manager measure success?

A: An IT Service Delivery Manager typically measures success by tracking key performance indicators such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements. They also prioritize customer feedback to improve services continually.

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